MY INTERNET WAS NOT WORKING ON MONDAY AFTER IRENE. I LOSE ELECTRICITY FOR ABOUT TWO HOURS ON SATURDAY. I CALLED VERIZON ON MONDAY AT 4:07AM. THE TECHNICIAN TOOK CONTROL OF MY PC AND TOLD ME THE REASON MY INTERNET WAS NOT WORKING WAS THAT MY WIRELESS DRIVER WAS DISCONNECTED AND THAT I NEED TO CONTACT GATEWAY. THE TECHNICIAN WAS UNFLAPABLE. I CALLED GATEWAY AND THEY WANTED TO CHARGE ME $149 TO TROUBLESHOOT MY PC. THAT WAS NOT HAPPENING. LATER THAT DAY WHEN I TRIED TO ACCESS VOD, I GOT AN ERROR MESSAGE THAT SAID I COULD NOT ACCESS VOD BECAUSE OF NETWORK ISSUES. DING! DING!. NOW THIS WAS 6:37PM. I CALLED VERIZON AGAIN, THIS TIME THE TECHNICIAN HAD ME TO RESET MY MODEM, THEN UNPLUG IT. SURE ENOUGH, BOTH VOD AND MY PC WERE WORKING AGAIN. IF I HAD PAID GATEWAY $149.00 TO TROUBLESHOOT MY PC FOR WHAT WAS REALLY A VERIZON ISSUE, THEN I WOULD REALLY HAD ISSUES WITH VERIZON. VERIZON, DO YOUR DUE DILIGENT BEFORE YOU TURN YOUR CUSTOMERS AWAY.
I do agree that some insight should have been in the mix in solving this, which would have been reboot the router. Otherwise, the tech being able to remote into your PC should have clued into at least the service itself was working, somewhat.